Required skills

communication skills to

ask questions to identify and confirm customer requirements

explain information contained on cautionary and advisory labels in a level of English suited to the customers communication requirements

question to confirm that the customer understands the information provided

invite further questions from the customer

provide relevant information to the dispensing pharmacist and other staff members where required

seek direction from the dispensing pharmacist

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

literacy skills to

check prescription information

read cautionary and advisory medicine labels

record customer information

planning and organising skills to

plan and carry out work to meet dispensary workflow requirements

provide timely delivery of dispensed items to customers

teamwork skills to operate as part of a dispensing team

Required knowledge

brand substitution information including

product costing policy reflecting brand price premiums and therapeutic premiums

the term bioequivalent products as defined by the Therapeutic Goods Administration TGA

the term ‘bioequivalent’ products as defined by the Therapeutic Goods Administration (TGA)

pharmacy procedures relating to

accepting prescriptions

accessing and using pharmacy information systems required by the role

circumstances under which referral to a pharmacist or other pharmacy staff is required

collecting and supplying information to an agent acting on behalf of a customer

delivering dispensed prescriptions

maintaining the privacy and confidentiality of customer information

offering brand substitution

Pharmaceutical Benefits Scheme PBS and Medicare Australia system and supply rules relating to

customer eligibility and access

payments for general customers without concessional cards and concessional customers

copayments

copayments

safety net entitlements

supplying repeat prescriptions

privacy principles as they relate to accepting prescriptions and delivering medicine

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to

accept and lodge prescriptions for dispensing

identify different types of prescriptions and entitlements

follow verification procedures when providing dispensed medicines to customers

operate as part of a dispensing team and provide relevant information to a pharmacist and other pharmacy staff as required

provide prescription information to customers in ways appropriate to customer needs and demonstrate appropriate techniques to confirm understanding

recognise and act on situations requiring referral to a pharmacist or other pharmacy staff

Context of and specific resources for assessment

Assessment must ensure that competency is

consistently demonstrated over a period of time and observed by the assessor or the technical expert working in partnership with the assessor as described in the assessment

demonstrated in a real pharmacy workplace environment that meets Pharmacy Board of Australia and relevant industry standards for dispensary operations which may include client interruptions and involvement in other related activities normally expected in the pharmacy

Assessment must ensure access to

a range of customers with different prescription requirements and entitlements who are typical of the customer base

dispensed medicines for return to customers

relevant documentation such as

PBS information

pharmacy procedures

prescriptions

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of the learner performing a range of tasks in an actual or simulated work environment over sufficient time to demonstrate handling of a range of contingencies which may include

accepting prescriptions and delivering medicine to a range of customers

completing pharmacy documentation relevant to accepting prescriptions

returning dispensed medicines to customers

seeking direction from the dispensing pharmacist

role plays to confirm communication skills that meet diverse customer requirements

written or oral questions appropriate to the language and literacy level of the learner to test relevant underpinning knowledge

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Customer may include people:

Customer’s prescriptionsmay include:

Legality, validity and completeness may include:

Customer details may include:

Prescription discrepanciesmay include:

Delaying factors may include:

Information provided on medicinesmay include:

Appropriate packagingmay include: